GEM Award Program

Exceptional customer experiences come from both your front-line agents and from your back-office team members. Aspect and the Aspect Software User Group Association (ASUGA) want to recognize and reward individuals using our solutions to deliver experiences that go the extra mile (GEM).

Has someone on your team taken a good customer experience and made it into a great one? Gone the extra mile to resolve an issue, innovate a process, or help a co-worker while using an Aspect solution? Take 5-minutes to nominate them for a GEM Award.

The power of moments… we recall the best and worst times, how about the times in-between? Every day brings new situations and it’s up to each employee to work together as a team, to help one another to better service the customers.

The GEM Program has been created to reward those using Aspect solutions who go the extra mile to delight customers. It gives you the opportunity to recognize and reward them by sharing the story of their creativity, dedication and willingness to go beyond the norm. Ready to nominate the GEM(s) you work with?

GEM Award Program Terms and Conditions.

What is the GEM Program?
How do I nominate someone for the GEM award?
Who can submit nominations for the GEM award?
Who can earn the GEM award?
How frequently will the GEM award recipients be announced?
How will the GEM award recipients be recognized and what do they win?
Who do I contact if I have more questions?

Congratulations to our GEM of the Month winners! 

Each winner has been selected by the ASUGA Board after reviewing the nominations received.  GEM of the Months winners are eligible for the Grand Prize Award.

Andy Johnston: GEM Award Winner, Jan2018

Name: Andy Johnston

Company: Arvest Bank

Title: Contact Systems Support Analyst

GEM of the Month: January 2018

Andy is Arvest's main programmer to design the front end of contract centers.  There was initially no front end, so routing calls to agents wasn’t there. We are now able to allow screen pops and agents see information about the customer, so can help the customer better. Andy helped to reduce the volume to the end user.

Configuring the contact center front-end script, lowered calls to live reps by 15%. Customers are now able to self-service for simple inquiries such as account balances, recent transactions, and reporting card is stolen, etc. #AspectACE18

Ross Cloud: GEM Award Winner, Feb2018

Name: Ross Cloud

Company: Southwest Airlines

Title: Systems Development Analyst

Award Month: February 2018

Ross is knowledgeable about all Aspect products and puts all his effort into finding the root cause of Southwest Airlines' Aspect-related issues. He has spent countless hours researching and learning how the products work at a “behind the scenes” level, learning the database structures, and the front-end uses for each product. Through our upgrade from 7.5 to 8.2 this month, Ross was able to closely work with the Aspect team to isolate and quickly troubleshoot problems during the cut over. He saved the teams countless hours of frustration and effort with his knowledge and expertise.

Ross primarily works with WFM, APM, AQM, RTA, and Empower. Because of his knowledge and skills, we have been able to get more valuable information out of our Aspect products and know that those numbers are accurate. We have also been able to quickly resolve issues that our team leaders or agents are having with the products. He is always prepared and willing to assist coworkers and leadership with their Aspect-related questions and able to help them get a firmer grasp on the products and their “inner-workings”.